HTC Product & Support Sucks Singapore & Taiwan

I bought the HTC TyTn II on 31 Oct 2007 and has gone thru extremely painfull experience using the product and dealing with the manufacture. I'd replace my product once but still have the problem and I'd write to them to report the issues but has not gotten any resolution nor respond. Here are my email conversation with them:

My Personal information has been deleted for privacy reason.

_______________________________________
From: xxx, Philip
Sent: Tuesday, November 20, 2007 9:35 AM
To: 'sea_service'; 'sea_sales@htc.com'
Cc: Ong, Philip
Subject: RE: Unsatisfied TyTn II customer

Gary, you are providing a crap respond. You never respond to my question on the stupid policy. Also you ask me to send my unit to service center if I still encounter the problems, how many times you want me to go to the service center? Do you have the fix? If not why do you advice your customer to go to service center, you are wasting customer time. It seems like HTS do not bother to spend time looking into the issues that I have encounter and trying to avoid discuss or mention it. Perhaps I should write to Microsoft to escalate this problem.

Stop telling me that HTC is looking for ways to exceed customers expectation, from the various responds and experience with your service center/distributor (SiS Technology), I cannot see anyone is doing a job to accomplish this mission. You will forever be looking and you will never get there. Your customer satisfaction is sucks.

I really regretted purchasing this TyTN II. I feel like slamming and trashing it..

Your irate customer,

Philip
________________________________________
From: sea_service [mailto:sea_service@htc.com]
Sent: Tuesday, November 20, 2007 9:13 AM
To: xxx, Philip
Subject: RE: Unsatisfied TyTn II customer

Dear Philip,

Thank you for contacting HTC International.
With reference to your query, kindly informed that the one for one replacement only applicable to the phone itself. Accessories are not included. Please kindly take it to the service center for a check if you encounter some problems still. Details of the service center would be:-

Singapore Service Centre

HTC Care Center

No. 1, HarbourFront Ave, #01-06 Keppel Bay Tower, Singapore 098632
Opening hours:
1.Service Date: Monday to Saturday (Excluding Public Holiday)
2.Service Hour: 10:00AM to 07:00PM (Monday to Friday)
3.Service Hour: 10:00AM to 03:00PM (Saturday)


Singapore Service Centre

SiS Technologies Pte Ltd

4, Leng Kee Road
#02-08 SiS Building
Singapore 159088
Tel: +65 64739898
Fax: +65 64734512 / +65 64721297
Opening hours:
1. Service Days: Monday to Saturday (Excluding Public Holiday)
2. Service Hour: 9:00AM to 5:00PM (Monday to Friday) and 9:00AM to 12:30PM (Saturday)
Thank you for your continuous support of our products and services. Should you require further assistance, please do not hesitate to contact us again.

We look forward to be of service to you again.

We appreciate for purchase our HTC devices and join the customer satisfaction survey.
At HTC Corporation we are always looking for ways to exceed our customers expectations. As an HTC device customer your views are invaluable to us.
Highly appreciate if you could take a few minutes of your valuable time to participate in a customer satisfaction survey that will help describe your experiences and expectations of HTC so that we can continue improving our service to you.
http://hsc.asia.htc.com/qms/global/qms_online_survey.aspx?qms_header_id=35
Thank you for purchasing HTC devices and providing us with your valuable feedback.


Best Regards,
Gary Guo
Customer Service Executive
HTC Corporation
Customer Service Hotline (Singapore): 1800 238 7788
Website: www.asia.htc.com


________________________________________
From: Philipxxx@xxx.com
Sent: Monday, November 19, 2007 10:55 AM
To: Philipxxx@xxx.com; sea_service; sea_sales
Subject: RE: Unsatisfied TyTn II customer
Dear Gary,

Im very disappointed with HTC, after almost a week, I have not heard from HTC respond to my complaint.

I went to SiS Technology last Saturday (17 Nov 2007) to obtain a brand new TyTN II replacement. Mr. Leslie Chuan was attending to me and he told me he had get ready a replacement unit for me but need the technician to check on my previous unit. So he took my previous unit into the technician lab for his technician to check and he asked me to wait. I asked how long do I have to wait and Leslie responded 3 hrs. This is really non-sense as he already told me my replacement unit is ready why cant he just hand me the replacement unit and let me leave instead of get me to wait 3 hours. Leslie told me this is HTC policy and he insists that I wait. Im really pissed off by this policy and I think this is really crap. Customer do not care about your stupid policy, why make it difficult with all this crap policy?

Also, Mr. Leslie informed me that he will only replace the unit not others accessories which was different from what Mr. Han (from HTC call center) told me. So I tried to clarify by calling HTC hotline but unfortunately HTC call center is not operating on Sat. I told Leslie that this is not acceptable especially the screen protector has been used in my previous unit, Leslie told me that he can transfer the screen protector over. But I told him the instruction mentioned that the screen protector cannot be reuse. At the end he agreed to give me the screen protector as well. Please explain why there is a discrepancy between your HTC call center and your distributor on the 1-to-1 replacement process? Im skeptical on the brand new replacement unit that Id received from SiS Technology, the unit looks new but the keyboard opening and the front buttons are loose compare to my previous unit. I wonder if I really have a brand new unit or its a refurbish unit.

For your information beside the problem (#1 below) that I described in my previous mail, I also have encounter few other problems with the TyTN II as follow:

1. No voice (cannot hear caller and vice versa) when connected to an incoming call 25% of the time. As a result, I have to call the caller back and this incur more charges to me as outgoing call is chargeable but incoming calls are free.
2. Screen/System partially freeze (Windows Start does not work) after finishing a call but the HTC home menu and launching phone, SMS apps still work by pressing the shortcut buttons.
3. Call dropped in the middle of the call
4. Call dropped when making outgoing call especially international calls

The replacement unit that I had still have problem #1 & #2 above. So the problem is not fixed. Id totally give up on HTC and sad to inform you that TyTN II will be my last PDA Phone device from HTC. This will be my message to all my friends and forum posting.


Your Dissatisfied Customer,

Philip

________________________________________
From: xxx, Philip
Sent: Tuesday, November 13, 2007 3:24 PM
To: 'sea_service'
Subject: RE: Unsatisfied TyTn II custmer

Hi Gary,

Id submitted the Customer Satisfaction Survey before I send the official complaint letter to SiS Technology and hTC. Im looking forward to a favorable respond from the relevant department. Thanks.

Regards,

Philip xxx

________________________________________
From: sea_service [mailto:sea_service@htc.com]
Sent: Tuesday, November 13, 2007 3:18 PM
To: xxx, Philip
Subject: RE: Unsatisfied TyTn II custmer


Dear Philip xxx ,

Thank you for contacting hTC International.

I have forwarded your feedback to the relevant department. Once I receive a reply from the person-in-charge, I will notify you. Thank you for your continuous support of our products and services. Should you require further assistance, please do not hesitate to contact us again.
We appreciate for purchase our HTC devices and join the customer satisfaction survey.
At HTC Corporation we are always looking for ways to exceed our customers expectations. As an HTC device customer your views are invaluable to us.
Highly appreciate if you could takes a few minutes of your valuable time to participate in a customer satisfaction survey that will help describe your experiences and expectations of HTC so that we can continue improving our service to you.
http://hsc.asia.htc.com/qms/global/qms_online_survey.aspx?qms_header_id=35
Thank you for purchasing HTC devices and providing us with your valuable feedback.



Best Regards,
Gary Guo
Customer Service Executive
HTC Corporation
Customer Service Hotline (Singapore): 1800 238 7788
Website: www.asia.htc.com


________________________________________
From: Philip_xxx@xxxx.com
Sent: Tuesday, November 13, 2007 2:25 PM
To: sea_service; sea_sales
Subject: Unsatisfied TyTn II custmer
Dear Sir/Mdm,

The following is my official complaint letter to SiS Technology & HTC. Hope HTC will take action to resolve the problem that Id encounter with the TyTn II devices. Frankly speaking I do not think TyTn II device is a stable device to release to the market. Im looking forward to a brand new replacement unit from SiS Technology and a more stable firmware release from HTC.

Leslie Chuan
SiS Technology Pte Ltd (Singapore)
4 Leng Kee Road
#02-08 SiS Building
Singapore 159088.

13 Nov 2007.

Dear Leslie,

This letter is address to SiS Technology & HTC.

We spoke this morning at about 11.15am with regards to the intermittent problem (receive call connected but no voice) that I encounter on the HTC TyTn II Pda Phone (IMEI # xxxxxxxxxxxxxxxxx) that I purchase from Starhub shop on 31 Oct 2007.

I called to HTS Technical Support at 1800 2387788 trying to resolve the problem prior to calling SiS Technology, to my disappointment, the Technical Support Officer (Mr. Han) is not capable to provide convincing advice to help me resolve the problem Id encounter with the TyTn II. Finally, after running out of advices Mr. Han inform me that I am entitle for a brand new unit 1-to-1 exchange within 14 days from purchase date from SiS Technology. Im glad that HTC has this remedy for unsatisfied customer and I would like to pursue my rights to obtain this 1-to-1 exchange of a brand new TyTn II. But to my disappointment again, the exchange policy is sucks.

I want to feedback to you and HTS that the 14 days 1-to-1 exchange policy is very unreasonable especially that the device must leave with your technician for up to 1 week and this make the customer have to make 2 trips to make the exchange. Also SiS Technology or HTC has no rights to access customers data in the device therefore customer like me will choose to hard reset the device hence erasing all data and software installed in the device. With the device restore to the factory condition, what is the chance that your technician able to duplicate the issue especially the intermittent one? Also the customers mobile service provider & services is likely to be different from your setup hence likely will end up no fault found situation. Customer purchase the device to help them in their work to improve productivity not to give them problem. Beside the problem, the customers have to suffer from the resistance and unreasonable policy which in my opinion will push customer away from future purchases. Unsatisfied customers will also not going to recommend their friends & relative to purchase from the same manufacture. This will be a lost to HTC & SiS Technology. I upgrade my device every year and own three HTC made devices including this TyTn II, I hope TyTn II will not be my last device from HTC.
From the HTC website, it says At HTC Corporation we are always looking for ways to exceed our customers expectations. As an HTC device customer your views are invaluable to us. With this Im looking forward to SiS Technology who represents HTC in Singapore to provide a service that will exceed my expectation.
I will fax you my receipt tomorrow and will make a trip down to SiS Technology on this Saturday (17 Nov 2007) morning to obtain my brand new TyTn II exchange.
Your Unsatisfied Customer,

Philip xxx
Mobile: +65-xxxxxxxx
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Philipo
Singapore
Singapore